I pulled the trigger on a Nest thermostat online when Lowes.ca had a “Save the Tax” promo, making it a really great price. But, after buying it, the first thing I noticed was that the order status said the expected ship date was 7-16 days AFTER it was according to the product’s page. I contacted customer service, but heard nothing for days.
It actually showed up only a day late, but by then I was planning on returning it and shopping elsewhere. Unfortunately, or fortunately depending on how you look at it, I managed to pick the Nest up for just $249 CDN (minus the no tax promo) and during the time of shipping, every retailer bumped the price up to $329.
The unit actually had some issues preventing me from getting it to work properly. So, I hurriedly took it down and repackaged it to return for an exchange. I went to my local store and told them I needed an exchange, but rather than giving me a new unit, the customer service representative refunded my card (this also means I lost all my Avion bonus points from connecting to lowes.ca through the RBC emall). I repeated that I wanted an EXCHANGE, to which she replied that I had to go and buy it all over again. So, wandering through the giant store, I eventually found a card for it in (they’re locked up front) and took it back to customer service where she then informed me that they were all sold out! I asked if she could locate one at another store and she said she had just done that for another customer and that they had some in the next city.
So, I went all the way there, found the card and took it along with the exchange receipt paper to customer service. I had to explain about the fact that it had already been returned, but I needed an exchange. I really just needed a new one at the same price that I bought the first one. Eventually they figured it out and I went home.
Close to home I heard some screws rattling in the box, so I took it out and discovered that it wasn’t even a new unit. They gave me a return! So, I did a u-turn and went all the way back to the store to tell them to give me a new one. They explained that all the ones they had were open boxes, but there shouldn’t be any problems.
So I went home. In the end, it seems to work. But this has been the single worst shopping experience of my life and I didn’t even have the simple pleasure of a brand-new unit. I ordered online and ended up putting nearly 65km on my car.
I wrote this up to my wife and copied it into an email response to Lowe’s customer service. Surprisingly, they offered to refund me 10% on the original purchase for all my troubles.
But it couldn’t be that easy. After a couple of weeks having not received the refund, I contacted customer service to see what the status was. They informed me that they couldn’t refund my card since the original item was returned.
Didn’t I already tell them that? Of course I did, but they’re incompetent.
Don’t do it folks. Home Depot has their shit together. Shop there.